PATIENT SURVEY FORMS
MORI sends out a quarterly survey questionnaire on behalf of the DOH, to a randomly selected group of patients asking about a wide range of areas of the Practice.
It is noticeable that we are experiencing a very low response rate which means it is difficult to fully interpret our feedback.
If you receive a questionnaire we would be grateful if you would please take the time complete and return it, or go on-line, if preferred, as it very important for us to know how patients ‘experience’ the service provided by the Practice.
PRACTICE SURVEY COMMENTARY:
‘SEEING A DR WITHIN 48 HOURS’
We manage the appointments on a daily basis and believe all patients can see a doctor within this timescale. When necessary through the Duty doctor.
Please be aware that this standard does not enable patients to be given a choice of GP but we will try to meet requests where this is feasible.
We extend our Appointment books on a 4 week ‘rolling’ programme.
‘SEEING YOUR PREFERRED DOCTOR
We are fortunate to have three female GP’s working within our practice (Drs Adey, Neill and Subhani) and their appointments are always in demand.
However, since they work on a part time basis, please be aware that their appointment capacity is less each week than the other GP’s.
TELEPHONE ACCESS
On all weekdays our telephones are answered from 8.00am to 8.30am (for emergencies) and from 8.30am to 6.30pm Mondays Wednesday and Fridays during our usual opening hours including through the lunchtime period.
On our Extended Hours weekdays (i.e. Tuesdays and Thursdays) they are answered until 8.00pm.
On our Extended Hours each Saturday they are answered from 8.30am to 12 noon.
As you would expect our telephones are very busy for the first hour each morning and again when we re-open at 1.45pm.It is very helpful If you are telephoning regarding a routine matter to avoid these times.
SATISFACTION WITH OPENING HOURS
The Surgery has always supported Saturday morning opening and previously this was offered for urgent consultations and home visits. We have also adopted evening Extended Hours since October 2008.
The previous Government changed our contract and stipulated
that Practices who wished to open at the weekend, should be offering booked appointments for GP’s and Nurses and the requirement for home visits removed.
Whilst perhaps nationally this meant that more GP surgeries would re-open on a Saturday, locally this reduced the flexibility of the service offered to patients and also, in our view, potentially increased patients needing to contact the Out Of Hours Service.
The Surgery already offers more Extended Hours opening than is required. Whilst we know that there will always be some patients who would like other opening times we believe we do meet the majority needs.
SATIFACTION WITH OVERALL CARE
Whilst it was pleasing to see that 89% of respondents were either very satisfied or fairly satisfied with their overall care, we want to do better in the future.
We will continue to review and monitor our performance (both internally ands externally) and your feedback is always valued.
NEW SERVICE: E-MAIL REPEAT PRESCRIPTIONS ORDERING
From 1ST June patients can request their repeat prescriptions on line. (This is for medication that has been prescribed on a long term basis by your GP)
Go to mountavenuesurgery.co.uk , go to the Repeat prescription link, (on left hand side of home page) complete the form and send it through to us.
It will be ready for collection, delivered to the local pharmacies or sent by post after 48 hours.
Jun 10
